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Outsource magazine: thought-leadership and outsourcing strategy | September 24, 2017

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Effective outsourcing by UK local authorities

April 3, 2017 |

The ever-increasing pressures from budget cuts and higher demand for services means local authorities are continuously looking at ways of delivering their services more efficiently and cost-effectively while also seeking to ensure continued high levels of service.

Outsourcing remains a … Read More

Live Wires #6: The virtual outsourcer

June 3, 2016 |

Robotic process automation is based on a new type of software. But will it result in a new type of outsourcer? James Hall, Founder and CEO of Genfour, thinks so. Welcome to the world of the virtual outsourcer.

With a … Read More

BPO in UK Central Government Sector: “Vendor Beware”

November 3, 2014 |

Plenty has been written about the shortcomings of large IT outsourcing contracts and complex IT projects in the UK central government sector. Many have ended up costing way beyond initial budgets, and/or have taken years longer than envisaged, or indeed … Read More

Legal Process Outsourcing: is it Maturing?

July 15, 2014 | 1

Legal Process Outsourcing (LPO) is an area of BPO that a few years back was being touted as a fast-growing and fast-evolving area of BPO – yet in 2014 it remains relatively immature, with a global market that is well … Read More

Q&A: Mike Minahan, RAC

April 16, 2014 |

Mike Minahan is a director at the RAC, transforming part of the organisation via an implementation of a robotic process automation solution. As part of our series OutsourceXplores Post-Human BPO in association with Genfour, we got together with Mike to … Read More

One Barnet: the inside story of a game-changing and controversial public sector outsourcing

September 20, 2013 | 1

On the 5th August 2013, the London Borough of Barnet entered into contractual arrangements for two major outsourcing contracts which will redefine the way in which public bodies deliver services and act as a commissioning template for the future. The … Read More

The UK government BPO market: opportunities and challenges

January 24, 2013 |

This column is written by Sarah Burnett, Research VP, NelsonHall.


Although government represents a major BPO market in the UK, supplying it requires staying power to last the long course of procurement and a good deal of insulation against … Read More

Call Britannia

April 5, 2012 |

This article originally appeared in Outsource Magazine Issue #27 Spring 2012

It’s a crucial part of the UK economy – but like that economy, the country’s customer contact space is facing an array of challenges. However, there are also some … Read More

Open Public Services White Paper: a golden opportunity for outsourcers?

October 17, 2011 |

Outsourcing has long been an effective method of streamlining businesses and cutting costs, and in times of austerity, its importance once again comes to the fore.  But while the private sector has benefitted from outsourcing for many years, encroachment into … Read More

Schools and the private sector: a marriage of mutual convenience

August 4, 2011 |

Under the Coalition government, more academies will be opened than in the first eight years of the programme. More than 1,200 schools have now applied to become academies – publicly funded independent schools, free from local authority and national government … Read More

Is offshoring the answer?

June 15, 2011 |

This week, we’ve seen outsourcing hitting the headlines again, as the Public & Commercial Services (PCS) union refused to rule out strike action over HP’s plans to offshore 200 jobs to India.  The jobs in question are largely responsible for … Read More

Multi-sourcing: driving the outsourcing industry?

June 7, 2011 |

Last August I used these pages to spell out the advantages and disadvantages of multi-sourcing in light of changes to the way contracts were being sourced, following the decline in ‘mega-deals’ and the government’s £100 million contract cap.  It seems … Read More

More Than Just a Headcount

April 6, 2011 |

This article originally appeared in Outsource Magazine Issue #23 Spring 2011


A census is an indispensable tool for any government: without accurate data, the most important projects can end up costing vast sums while yielding very little. As … Read More

Private sector to the rescue…

February 9, 2011 |

If the last year has taught us anything, it’s that 2011 will see government departments moving outsourcing rapidly to the top of their list of priorities. Indeed, we’ve already seen a number of private organisations bidding for public sector contracts … Read More

Capita backs high-volume scanning to deliver best practice

September 15, 2010 |

UK’s premier Business Process Outsourting company installs industry-leading ibml ImageTrac

In May 2006 Darren Diss, Scanning Bureau Manager at Capita Total Document Solutions, began his search for a solution to replace the company’s aging desktop scanners…

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